Text and call consent capture
How do we capture a customer's consent to outage, billing and appointment texts and calls, timestamped and stored for each contact channel, so every automated message is lawful?
Capture consent per number and per purpose, and make the message runs read it. Callvu identifies the customer, prefills the phone numbers and the existing consents from CIS, presents the message types the utility sends (outage alerts, billing reminders, appointment confirmations, service notices, marketing where offered) with the disclosure the rule requires (that the messages may be automated, the frequency, the costs, how to stop), captures the customer's choice for each number and each purpose, confirms a number by a code or a reply keyword where the channel requires it, records the consent with the timestamp, the channel, the wording shown and the device, honors stop requests in every channel, and writes the consents to CIS so every outage, billing and appointment run checks them before sending.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The outage texts went to a number that had been reassigned to a stranger, who sued.
Utilities send more automated messages than almost any business: outage alerts, restoration updates, bill reminders, appointment windows, disconnection warnings. Each is a call or a text to a number the utility believes belongs to the customer, with consent it believes it has. The consent was a checkbox years ago, or a note from an agent, or nothing; the number was reassigned; the record cannot say what was shown or when. The class action follows.
The TCPA requires prior express consent for autodialed or prerecorded calls and texts to a mobile number, with the burden on the sender to prove it, and the consent must come from the number's current subscriber; the FCC's rules add the reassigned number database, the revocation by any reasonable means, and specific requirements for marketing. The consent is evidence, and evidence has a timestamp, a wording and a channel.
A consent the utility can prove, per number and per purpose, is the only consent worth having.
How it runs
From the requestto the system of record.
A customer enrolls or changes their message preferences on the web, in the app, from the Visual IVR, by replying to a text, or with an agent; or a new number is added to the account. Callvu identifies them and opens the consent capture.
- Customer
- Chooses the message types for each number and channel, reads the disclosure and confirms on a secure screen or by keyword.
- Agent
- Sends the link rather than recording consent verbally.
- Callvu
- Prefills, presents the choices with the disclosure, confirms the number, records the consent and writes.
Prefill
The customer is verified and the phone numbers, the email, the existing consents by purpose and the channel preferences are prefilled from CIS, with the reassigned number database check run on the numbers on file where the policy requires.
Present and capture
The message types are presented by purpose (outage alerts and restoration updates, billing reminders and payment confirmations, appointment confirmations and reminders, service and safety notices, marketing where offered as a separate opt-in) with the disclosure the rule requires for each channel (that messages may be sent by an automated system, the expected frequency, that message and data rates may apply, how to opt out, and that consent is not a condition of service); the customer chooses per number and per purpose, and a number not yet confirmed is confirmed by a code or a reply keyword.
Record
Each consent is recorded with the timestamp, the channel it was given in, the exact wording shown, the number, the purpose, the device or session and the confirmation; a stop request received in any channel (a reply keyword, a call, the web) is recorded the same way and revokes the consent for that number and purpose; a changed or new number through the contact process starts the capture again.
Write back
The consents are written to CIS, the system of record, and every outage, billing, appointment and marketing run checks the consent for the number and the purpose before sending, skips numbers without it or with a reassignment flag, and records each send against the consent; a message run that cannot find a consent goes to the communications desk in the Decision Desk only where the policy allows a manual review.
Where it ends: Every consent was given by the customer per number and per purpose with the disclosure shown, confirmed and timestamped, and every automated message run checks it before sending, with stops honored everywhere. The Decision Trace shows the choices, the disclosure and the confirmations; the Audit Trace shows each consent and each stop with time, channel and wording.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The web, the app, the Visual IVR, a reply keyword or an agent's link; the customer chooses on a secure screen.
The back office
The message runs read CIS; nobody reconciles spreadsheets of opt-ins; the communications desk sees only what the policy allows for manual review.
The Decision Desk
- A message run that finds no consent for a number goes to the communications desk in the Decision Desk only where the policy allows a manual review, with only skip or send by a non-automated means.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What is recorded with each consent?
The number, the purpose, the timestamp, the channel it was given in, the exact wording shown, the device or session and the confirmation, so the utility can prove it.
Does one consent cover everything?
No. Consent is per number and per purpose, and marketing is a separate opt-in with the written consent disclosure; a new number does not inherit the old one's consent.
How are stop requests handled?
A stop in any channel (a keyword, a call, the web) revokes the consent for that number and purpose, is recorded, and every message run checks it before sending.
Related processes
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